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Gorgias Integration Guide
Connect Gorgias support data with enterprise applications through REST APIs, selected webhook events, scheduled workflows, and secure data synchronization.
Gorgias integration options at a glance
Gorgias integrations are centered on its REST API, which provides access to Tickets, Messages, Customers, Users, Tags, Teams, and related support resources. Selected Gorgias events can generate webhook-style notifications for near-real-time processing, although event coverage should be verified for each use case. API-key authentication is documented through HTTP Basic Authentication, while OAuth may apply to specific application models. Martini can consume the REST API, receive supported callbacks through an exposed API, paginate and checkpoint scheduled synchronizations, map nested ticket and message data, and route errors for retry or review. Attachments can be handled as message metadata or retrieved content where access permits.
| Integration point | Supported by Gorgias? | Common use cases | How Martini supports it |
|---|---|---|---|
| REST APIs | Yes | Retrieve, create, and update Tickets, Messages, Customers, Users, Tags, Teams, and related support resources. REST is the primary mechanism for Gorgias synchronization. | Martini can consume the tenant-specific Gorgias REST API from workflows, map responses, call dependent systems, and expose reusable API-led integration assets. |
| Webhooks / outbound callbacks | Limited | Gorgias provides webhook-style notifications for selected ticket, message, customer, and user changes. Coverage is event-specific and should be verified before design. | Martini can expose an API endpoint to receive supported callbacks, validate payloads, deduplicate events, and launch downstream workflows. |
| Authentication | Yes | Gorgias documents API-key authentication through HTTP Basic Authentication. OAuth may apply to particular application or integration models rather than every REST account. | Martini can store API keys and other credentials in secrets or secure environment configuration and apply them to outbound API requests. |
| Pagination and scheduled synchronization | Yes | Collection endpoints support pagination, allowing initial loads and recurring retrieval of recently changed Tickets, Messages, Customers, and other resources. | Martini can schedule workflows, iterate through pages, maintain a watermark or bounded time window, throttle requests, and checkpoint progress. |
| File / attachment handling | Limited | Message data can include attachment information or metadata. A separate general-purpose file-transfer API was not confirmed. | Martini can preserve attachment metadata and retrieve or copy content when the documented URL, permissions, and access lifetime permit it. |
| Bulk / asynchronous APIs | Not confirmed | No general-purpose Gorgias bulk or asynchronous API was confirmed. Large loads should use paginated REST requests and controlled workflow batching. | Martini can batch paginated requests, limit concurrency, checkpoint work, and retry transient failures without assuming a Gorgias bulk endpoint. |
| SDKs | Limited | Gorgias provides API-oriented developer resources; a broadly applicable vendor SDK was not confirmed. The REST API is the most portable approach. | Martini can use standards-based HTTP API consumption and custom logic where needed rather than depending on an unconfirmed SDK. |
| Database access | No | Gorgias does not expose direct customer database access for integrations. Data should be obtained through documented APIs, webhooks, or exports where available. | Martini can write synchronized Gorgias data to an approved database through workflows, but it does not require or assume direct Gorgias database access. |
How Gorgias exposes data and business events
Gorgias REST APIs
Gorgias provides REST resources for Tickets, Messages, Customers, Users, Tags, Teams, and other support data. The API is the primary mechanism for retrieving, creating, and updating integration data, with collection endpoints handled through pagination.
Martini implementation pattern
Martini implementation pattern: a workflow authenticates to the tenant-specific Gorgias API, retrieves a page or resource, validates the response, transforms it into a canonical model, and writes it to one or more target systems. The workflow stores checkpoints and distinguishes transient API failures from authorization or validation errors.
Implementation sequence
Gorgias Webhooks
Gorgias supports webhook-style notifications for selected events, including event types associated with Tickets, Messages, Customers, and Users. Notifications are not universal, so the required event catalog and payload must be confirmed before implementation.
Martini implementation pattern
Martini implementation pattern: an exposed Martini API receives the callback, validates the request and event structure, records a deterministic event key, and retrieves the current Gorgias resource when the notification is not sufficient for downstream processing. The workflow then transforms, routes, and acknowledges the event according to the integration design.
Implementation sequence
Gorgias Scheduled Synchronization
Gorgias collection endpoints support pagination, making scheduled workflows suitable for initial loads, reconciliation, and incremental synchronization. The exact incremental approach depends on the resource fields and available update information.
Martini implementation pattern
Martini implementation pattern: a scheduler starts a bounded workflow that reads pages, filters by a stored watermark or time window where supported, processes records in controlled batches, and persists progress externally. This approach avoids assuming that Gorgias provides a general-purpose bulk or asynchronous API.
Implementation sequence
Gorgias Messages and Attachments
Gorgias Message data can include attachment-related fields or metadata. A separate general-purpose file API was not confirmed, and attachment URLs may have access restrictions or limited lifetimes.
Martini implementation pattern
Martini implementation pattern: the workflow preserves Message identifiers and attachment metadata, evaluates whether content retrieval is required, and copies content only when the URL and permissions support it. Downstream references are marked with their source and retrieval status rather than treated as permanent public URLs.
Implementation sequence
Common Gorgias integration patterns
Pattern 1: Sync Gorgias Tickets to a CRM
When to use this pattern
Use this pattern when support activity must be visible alongside customer accounts and commercial relationships. It supports scheduled reconciliation and selected event-driven updates while preserving the Ticket and Customer relationship.
Integration direction
Example Mapping
| Gorgias Field | Canonical Field | Target Field |
|---|---|---|
| Ticket.id | supportCase.externalId | Case.Gorgias_Ticket_ID__c |
| Ticket.status | supportCase.status | Case.Status |
| Ticket.priority | supportCase.priority | Case.Priority |
| Customer.email | customer.email | Contact.Email |
Martini implementation pattern
Martini receives a supported Ticket notification or retrieves recently changed Tickets, fetches related Customer data, normalizes statuses and priority values, and enriches the case when approved. It upserts using the Gorgias Ticket ID, applies data-ownership rules, and routes failures for retry without creating duplicate CRM cases.
Martini capabilities used
- workflows
- API consumption
- data mapping
- business rules
- scheduled synchronization
- error handling
Pattern 2: Enrich Gorgias Tickets with Shopify orders
When to use this pattern
Use this pattern when support agents need current order, fulfillment, refund, or product context to resolve customer requests. The design is useful for ecommerce support while keeping commerce data owned by Shopify.
Integration direction
Example Mapping
| Gorgias Field | Canonical Field | Target Field |
|---|---|---|
| Ticket.customer | customer.externalReference | Shopify customer.id |
| Ticket.order_reference | order.reference | Shopify order.name |
| Shopify fulfillment.status | fulfillment.status | Gorgias Ticket context |
| Shopify refund.total | refund.amount | Gorgias Message content |
Martini implementation pattern
A webhook-triggered Martini workflow identifies the Customer or order reference, calls Shopify for current details, evaluates order and fulfillment rules, and formats only approved context for Gorgias. If the Gorgias endpoint supports the required write operation, Martini updates the Ticket or adds a Message; otherwise it sends the result to an approved downstream system.
Martini capabilities used
- API consumption
- workflow orchestration
- data mapping
- business rules
- conditional routing
- error handling
Pattern 3: Route Tickets to Gorgias Teams
When to use this pattern
Use this pattern when assignment needs to be consistent across channels, languages, customer segments, or order conditions. It centralizes routing rules while leaving operational ownership in Gorgias.
Integration direction
Example Mapping
| Gorgias Field | Canonical Field | Target Field |
|---|---|---|
| Ticket.channel | routing.channel | Team assignment rule |
| Ticket.tags | routing.categories | Gorgias Team and Tags |
| Customer.language | routing.language | Gorgias Team |
| Ticket.priority | routing.priority | Gorgias User or Team |
Martini implementation pattern
Martini receives a supported Ticket event, retrieves the current Ticket and Customer when needed, evaluates channel, Tags, language, priority, and enrichment results, and selects a valid Team or User. The workflow avoids duplicate updates, verifies target assignments, and retries transient API failures while routing invalid configurations for review.
Martini capabilities used
- webhook-triggered workflows
- API consumption
- business rules
- data validation
- conditional routing
- retry handling
Pattern 4: Synchronize Gorgias support data to a warehouse
When to use this pattern
Use this pattern for support reporting, operational dashboards, migration, and historical analysis across Tickets, Messages, Customers, Users, Tags, and Teams. It is designed for repeatable reconciliation rather than an unbounded full reload.
Integration direction
Example Mapping
| Gorgias Field | Canonical Field | Target Field |
|---|---|---|
| Ticket.id | ticket_id | support_ticket.ticket_id |
| Message.id | message_id | support_message.message_id |
| Ticket.updated_datetime | updated_at | support_ticket.updated_at |
| Tags.name | tag_name | support_ticket_tag.tag_name |
Martini implementation pattern
A scheduled Martini workflow reads paginated Gorgias resources, maintains a watermark and page checkpoint, separates Tickets from related Messages, and writes idempotent upserts to the reporting database. It handles rate limits with controlled pacing, tolerates optional fields, and records failed pages or objects for replay.
Martini capabilities used
- scheduled workflows
- pagination
- data mapping
- database integration
- checkpointing
- error handling
Applications commonly integrated with Gorgias
Gorgias commonly participates in ecommerce, customer data, fulfillment, finance, and support operations. The following are practical enterprise architecture patterns rather than claims that every relationship is a native Gorgias integration.
| Application | Scenario | Direction | Martini Pattern |
|---|---|---|---|
| Shopify | Retrieve orders, customer details, fulfillment status, refunds, and product information so support teams can resolve Tickets with current commerce context. | Shopify → Martini → Gorgias | Martini receives a Gorgias event or scheduled change, resolves the Customer or order reference through Shopify, applies routing and data-ownership rules, and updates the Ticket or adds a Message when the required Gorgias operation is permitted. |
| Salesforce | Synchronize Gorgias Customers, Tickets, and support activity with Salesforce account and customer-service context. | Gorgias → Martini → Salesforce | A scheduled or webhook-triggered Martini workflow retrieves the current Gorgias resource, maps customer and conversation fields to Salesforce objects, performs upserts using stable external identifiers, and records failures for retry or review. |
| NetSuite | Give support teams access to order, invoice, return, and customer-account information associated with Gorgias Tickets. | NetSuite → Martini → Gorgias | Martini uses a Gorgias Customer or order reference to call the appropriate NetSuite API, normalizes financial and fulfillment data, applies visibility rules, and writes permitted context back to Gorgias. |
| Zendesk | Support migration, coexistence, or consolidation of customer support conversations between Gorgias and Zendesk. | Gorgias → Martini → Zendesk | Martini paginates Gorgias Tickets and Messages, converts statuses, users, tags, timestamps, and attachments into the Zendesk model, preserves source identifiers, and uses checkpoints and idempotent upserts during migration. |
| Klaviyo | Use customer support signals and customer attributes to improve segmentation and lifecycle campaign decisions. | Gorgias → Martini → Klaviyo | Martini extracts approved Customer and Ticket attributes, validates consent and field ownership, transforms them into Klaviyo profile or event data, and sends only the support signals required by the campaign design. |
| ShipBob | Retrieve fulfillment and shipment information for support agents handling ecommerce Tickets. | ShipBob → Martini → Gorgias | When a relevant Ticket changes, Martini resolves the fulfillment reference through ShipBob, normalizes shipment status and tracking information, applies routing rules, and adds approved context to the Gorgias workflow. |
| Recharge | Connect subscription, billing, cancellation, and delivery information to customer support workflows. | Recharge → Martini → Gorgias | Martini receives or schedules a Gorgias synchronization, calls Recharge for the matching subscription, maps lifecycle and billing fields, and updates Gorgias only where the account permissions and business rules allow it. |
| Jira | Create engineering or operational issues from escalated Gorgias Tickets and return issue status to support teams. | Gorgias → Martini → Jira | A Martini workflow evaluates Ticket tags, team, priority, and content, creates or updates a Jira issue using a deterministic key, and synchronizes approved Jira status changes back to Gorgias. |
How to build a Gorgias integration in Martini
Objective
Establish access to the tenant-specific Gorgias API without exposing credentials in workflow payloads or logs.
Instructions in Martini
- Create a dedicated Gorgias API credential with only required permissions.
- Store the API key in Martini secrets or protected environment configuration.
- Configure HTTP Basic Authentication with the API key as the username and an empty password where applicable.
- Confirm whether OAuth is required for the specific Gorgias application model.
Objective
Select an event-driven or scheduled entry point based on the required Gorgias event coverage and synchronization objectives.
Instructions in Martini
- Use a Martini API or webhook workflow for supported Gorgias notifications.
- Verify that the required Ticket, Message, Customer, or User event is available before depending on callbacks.
- Use a scheduler for initial loads, reconciliation, and resources without suitable webhook coverage.
- Define a bounded synchronization window and checkpoint strategy.
Objective
Obtain the complete current Gorgias resource and related objects needed for reliable downstream processing.
Instructions in Martini
- Retrieve the current Ticket, Message, Customer, User, Tag, or Team through the REST API.
- Follow pagination links or page parameters for collection endpoints.
- Fetch related resources when an event payload does not contain sufficient detail.
- Preserve stable Gorgias identifiers and relevant timestamps.
Objective
Coordinate validation, enrichment, routing, target writes, and checkpoint updates as one maintainable integration process.
Instructions in Martini
- Separate event intake from resource retrieval and downstream processing where appropriate.
- Call Shopify, Salesforce, NetSuite, Jira, or other approved systems for enrichment.
- Apply data ownership and conditional routing rules before writing updates.
- Use reusable workflow logic for common authentication, pagination, and error handling.
Objective
Convert Gorgias support objects into canonical and target-specific data models without losing relationships.
Instructions in Martini
- Map Tickets separately from their related Messages.
- Normalize statuses, priorities, tags, users, teams, timestamps, and customer identifiers.
- Preserve attachment metadata and retrieve content only when access and retention requirements allow.
- Tolerate absent optional fields and validate required target fields.
Objective
Persist synchronized information safely in downstream applications, databases, or reporting systems.
Instructions in Martini
- Use external Gorgias IDs as idempotency keys for upserts.
- Write only fields owned by the integration according to agreed system-of-record rules.
- Update Gorgias Tickets or add Messages only when the relevant endpoint and permissions support the operation.
- Persist checkpoints after successful batches or resource-level processing.
Common Gorgias data objects used in integrations
| Object | Typical Use | Common target systems | Martini handling |
|---|---|---|---|
| Tickets | Synchronize customer support cases, status, priority, channel, assignee, team, customer, tags, and related metadata. | Salesforce, Zendesk, Shopify, Jira, databases, analytics platforms | Martini retrieves Tickets through paginated REST calls or responds to supported events, maps fields and relationships, applies ownership rules, and performs idempotent upserts. |
| Messages | Transfer inbound and outbound conversation content, sender details, channel information, timestamps, and attachment metadata. | Zendesk, Salesforce, data warehouses, case-management systems | Martini models Messages separately from Tickets, preserves ordering and identifiers, handles optional attachments cautiously, and associates each Message with its parent Ticket. |
| Customers | Synchronize customer identity and contact information and associate customers with support activity. | Salesforce, Shopify, Klaviyo, NetSuite, customer data platforms | Martini normalizes identity fields, validates matching keys, enriches records through other APIs when required, and uses Customer IDs as external keys. |
| Users | Represent Gorgias agents or account users involved in assignment, message handling, and administration. | Salesforce, Zendesk, identity directories, reporting databases | Martini maps user identifiers, names, roles, and assignment relationships while avoiding assumptions that Gorgias users are equivalent to downstream employees. |
| Tags | Categorize Tickets and support activity for routing, reporting, and automation. | Salesforce, Jira, analytics platforms, customer data platforms | Martini normalizes tag names, applies controlled mappings, evaluates tags in business rules, and preserves source identifiers where downstream systems support them. |
| Teams | Group Gorgias Users for operational routing, ownership, and reporting. | Salesforce, Zendesk, Jira, reporting databases | Martini maps Teams to approved downstream queues or ownership values and validates that routing targets exist before updating assignments. |
Authentication and security considerations
API-key authentication
Gorgias documents API-key access to its REST API using HTTP Basic Authentication, with the key supplied as the username and an empty password. OAuth may apply to selected application or integration models and should be confirmed for the specific implementation.
Credential protection
- Store Gorgias API keys in Martini secrets or protected environment configuration.
- Use a dedicated integration credential with only the permissions required by the workflows.
- Do not place credentials in payloads, mappings, logs, or exposed API responses.
Webhook security
The Martini receiving API should validate Gorgias callback authenticity using the verification method documented by Gorgias, validate the expected event structure, and reject malformed or unauthorized requests.
Operational considerations for Gorgias integrations
Rate limits and pagination
Use bounded pagination, incremental windows where supported, controlled concurrency, and retry handling for transient rate-limit responses. Large initial loads should be separated from steady-state synchronization.
Idempotency and ordering
Webhook delivery and scheduled reconciliation can overlap. Use stable Ticket, Message, and Customer IDs or deterministic event keys, and compare event or object update timestamps when ordering matters.
Data relationships
Tickets can contain multiple Messages. Keep these objects separate but related, preserve message identifiers and ordering, and avoid flattening an entire conversation into a single field.
Attachments and schema changes
Attachment URLs may have access restrictions or limited lifetimes. Retrieve content only when permitted, and design mappings to tolerate absent optional fields and newly introduced Gorgias fields.
Testing and monitoring
Test representative Ticket, Message, Customer, User, Tag, Team, and callback payloads. Monitor failed pages, retries, duplicate suppression, authorization failures, and downstream write results.
Why use Martini instead of scripts or point-to-point integrations?
Orchestration beyond a script
Martini coordinates Gorgias API calls, webhook intake, pagination, enrichment, transformation, business rules, and writes to multiple enterprise systems in maintainable workflows.
Reliable synchronization
Workflows can combine event-driven processing with scheduled reconciliation, checkpoints, idempotent upserts, controlled retries, and operational visibility. This is important when Gorgias notifications are selective or deliveries overlap.
Reusable integration assets
Martini can expose controlled APIs, centralize secure configuration, and reuse mappings and workflow logic across CRM, ecommerce, ERP, reporting, and support scenarios without coupling every system directly to Gorgias.
Frequently asked questions
Gorgias can be integrated primarily through its REST API, which provides access to Tickets, Messages, Customers, Users, Tags, Teams, and related support resources. Selected Gorgias events can produce webhook-style notifications, while scheduled workflows can handle pagination, initial loads, and reconciliation. API-key authentication is documented for REST access, and OAuth may apply to specific application models.
Yes. Martini can consume the Gorgias REST API, receive supported Gorgias webhook notifications through an exposed API, store credentials securely, transform support objects, and orchestrate writes to CRM, ecommerce, ERP, database, or other enterprise systems. A dedicated native Martini Gorgias connector was not documented in the supplied materials.
No. A dedicated Gorgias connector is not required. Martini can integrate using Gorgias's confirmed native mechanisms, including REST APIs, selected webhook-style notifications, API-key authentication, pagination, and message attachment metadata.
Lonti does not charge an additional per-connector or per-vendor fee to integrate Gorgias. The integration is subject to the provisioned capacity of the Martini environment. Separate costs may apply from Gorgias, cloud infrastructure, or other third-party systems depending on subscriptions, usage, and deployment model.
The Gorgias REST API is the primary method for current integrations and supports common resources such as Tickets, Messages, Customers, Users, Tags, and Teams. Selected webhook events are useful for near-real-time processing, while scheduled paginated REST calls are appropriate for reconciliation and large synchronizations. No public Gorgias GraphQL or SOAP API was confirmed.
Gorgias supports webhook-style notifications for selected events, including events associated with Tickets, Messages, Customers, and Users. Coverage is event-specific rather than universal, so the required event and payload should be verified. Martini can receive supported callbacks, validate them, deduplicate them, and retrieve the current resource before processing.
Martini can combine webhook-triggered workflows with scheduled, paginated REST synchronization. It maps Tickets, Messages, Customers, Users, Tags, and Teams into canonical and target-specific models, maintains watermarks or checkpoints, preserves relationships and identifiers, and uses idempotent upserts. Optional fields and attachment access should be handled according to the target system's requirements.
Martini can distinguish transient rate-limit or transport failures from permanent authentication, authorization, and validation errors. Workflows can retry transient failures with controlled backoff, limit concurrency, checkpoint completed pages, and use Ticket, Message, and Customer IDs or deterministic event keys to prevent duplicate writes. Event timestamps or object update times can help manage out-of-order notifications.
Yes. Martini can expose a controlled REST API that accepts enterprise requests, applies authorization and business rules, and then calls the Gorgias REST API. This can provide a stable internal contract while isolating consumers from Gorgias-specific authentication, resource structures, pagination, and error behavior.
Related Martini documentation
Gorgias APIs
Workflows
Connect Gorgias with your enterprise systems
Use Martini to build secure, maintainable Gorgias integrations that combine REST APIs, selected webhook events, scheduled synchronization, data mapping, business rules, and reliable operational handling.